Returns and Refunds

Last Updated: 1 January 2021

Here at Maia’s Cakes, we aim for total customer satisfaction. Should there be any concerns with our products and your orders, please refer to our returns and refund policy down below.

DEPOSITS

  • We require minimum 50% non-refundable deposit for all orders and products due at the time of ordering. The transaction will be either through cash, credit card, bank to bank or money transfer. Once received, this will secure availability of your order on the date as agreed.
  • The remaining balance of your order is due three (3) days prior to pick-up or delivery date. Payment in full is required to confirm your order. Your order is not confirmed until we are in receipt of full payment. For orders that remain unpaid, we reserve the right to cancel.
  • Any payment made on your order is non-refundable and non transferable. If cancelled at least 120 hours (5 days) in advance (based on order date and pick up time) we will be happy to transfer any payment made on that order to another order within 3 months from that date.

 

CHANGE IN ORDERS

  • We accept changes (fillings, some designs, and flavors) for your order with 7 days’ notice before delivery or pick up date. This does not apply for last-minute orders placed with less than 48 hours or cakes with intricate designs. All changes must be handled and confirmed directly with a staff member of Maia’s Cakes.

 

ORDER CANCELLATIONS

  • We accept cancellations up to 14 days before the delivery or pickup date. However, this does not apply for intricate cake designs (highly decorated cakes). Maia’s Cakes reserves the right to charge a cancellation fee of 30% considering sufficient time is given as stated above, due to costs incurred in the purchase, preparation, and prioritization of the order.
  • We accept changes (fillings, some designs, and flavors) for your order with 7 days’ notice before delivery or pick up date. This does not apply for last-minute orders placed with less than 48 hours or cakes with intricate designs. All changes must be handled and confirmed directly with a staff member of Maia’s Cakes.

 

REFUNDS/EXCHANGES

  • Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders.
  • Once you or a designated party has picked up an order and signed for it, it is considered “accepted” – we will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after signing for your cake. In some instances you may bring the cake back in for design adjustments but this is an additional charge if the cake has been signed for
  • All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below.
  • Cake flavor and texture is subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cakes must be brought back to us within a timely manner, preferably with 24 hours of pick up – please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of DMY Bakeshoppe (Maia’s Cakes).

If you have any questions and clarifications, feel free to message us on our Facebook page. For other ways to contact us, visit our contact us page.